Plusnet Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Plusnet.

Recent Customer Ratings for Plusnet

  • Satisfaction
    3.2 stars
  • Customer Service
    3.4 stars
  • Speed
    2.9 stars
  • Reliability
    3.1 stars

Based on 6778 customer ratings since 2018-03-20 (Show all time ratings)

Visit Plusnet   Read our Plusnet buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

2606 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
Worst broadband provider I have used in the last 10 years.
+ took them over 4 weeks to get broadband up and running
+ was meant to receive £75 cashback for joining. Waited and waited for it but when contact made with plusnet was informed my time to claim it had expired.
+ takes forever to get through customer service
+ customer service dont really care about what you have to say

Avoid!!!!

Better to pay more a month and join alternative provider.

Avoid!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Midlands Plusnet  
worst broadband ever,customer services were a joke,,,when contracted ended speed was so bad some Robert told us if we leave we will have to pay a leaving fee,,he did it in a threating manner on line chat because we asked after months of not being resolved we were going to leave.. stay well well away
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
hunstanton Plusnet  
AVOID!! Absolutely appaling service! Set up with them in a property I work in for special needs. Had to be set up in the name of one of the people I support but these are people who a. Can't talk or b. Have the ability to understand. Contacted them on the go live date as Internet not working only to be asked if they could speak to the account holder!! Probably the most unhelpful company I have ever had to deal with. No Internet from day one and they have the nerve to charge £216 when we want to terminate the contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Burnley Plusnet  
Switched to Plusnet from BT. Phone line disconnected/reconnected as scheduled but no broadband for four days. No contact from Plusnet. Finally used chat and agent said the activation was stuck in a queue. Obviously a queue they expect the customer to drive rather than any quality control service on Plusnet’s part. Agent chat disconnected while waiting for the agent to respond. Pathetic start. The lesson is contact Plusnet support immediately and constantly, don’t wait for their processes to notice that something’s wrong. Now connected, interestingly at more than 10mbs slower than the BT connection. Hopefully this will increase as the line is trained over the next 10 days. Meh.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Aberdeen Plusnet  
No broadband. Ordered broadband from plusnet. Sky has disconnected me and guess what, plusnet have failed to connect the service. Phoned customer services and apparently there's nothing they can do! Truly shocking lack of customer care. Wish I'd stayed with Sky.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Plusnet  
My broad band fiber speed keeps going up and down like a yo-yo dropping down to signal figures at times. but when i complain i am told there is nothing wrong i when they put it on test its a constant 17. don't i wish
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
CEFN CRIBWR Plusnet  
Contacted Plusnet this Saturday and although 'drop' was resolved, the team attempted to put me through to Contracting team. I was disconnected by them and even after five more attempts the same thing happened. Looked for the complaints number on Plusnet website and it's the same options as before. On each occasion unable to get through and discuss contract options...two hours later - still no joy.. absolutely disgraceful Award winning? 100% yes for rubbish service...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Preston Plusnet  
Awful company. Been waiting 3 weeks for broadband. Was told it was Plusnet fault for delay. Should of gone live yesterday,Still waiting. Now the tell me it's a copper wire fault. Cancelled going else where. Wouldn't touch Plusnet with a barge poll. Awful.......
  • Satisfaction
    1 star
  • Customer Service
    1 star
Southport Plusnet  
Absolutely dismal. Might as well try talking to a brick wall; over six months since new billing system and it's still faulty and unfixed resulting in broadband getting throttled when they fail to bill and you can't even get to their webpage!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
P Plusnet  
Hard to rate the broadband when I cant use it, placed an order 2 weeks ago and still haven't received the equipment to connect so when I switched I was without a service. As I work from home I had to go out and buy a router, so thanks Plusnet for putting me £70 out of pocket. Do me proud? Do me raw more like.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Preston Plusnet  
AVOID!!! What an awful company!! Been waiting a month for internet! Full of false promises and lies, all faults are due to their own! When you explain it to them they just think their company is great, it really isn’t
Southport Plusnet  
I've been with plus net around two years now and have never had any issues really until recently. I noticed that over the last few months that I had been charged more than my normal bill. I contacted them and waited 40 minutes before someone finally picked up the phone.I was told by an operator that it was because i had not renewed my contract. I set up a new contract and was surprised to find I had been charged an extra £15 on top of what was supposed to be £32 per month. When I called back I spoke to a really nice and helpful operator who said that I would be refunded and sent me an e-mail of my new plan. It's early days for the refund but I will wait and see. Reading through all these reviews has made me worried about entering into a new contract with plusnet,I'm also shocked how a company can operate like this and provide which seems,(going by most of the reviews) such an appalling service. Avoid.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Oxford Plusnet  
We were without broadband for 3 weeks . I phoned numerous times and was always fobbed off with an excuse . It seems the order wasn’t put through , then no one chased it up. Only one customer service person was helpful . We would not use them again . At the moment no apology or renumeration .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Maidenhead Plusnet  
I placed an order for broadband more than one and a half months ago, and today they are telling me that the installation will be delayed even 2 weeks more. They have been playing with my patience by ensuring me that the service will be up and running on the next day or in the next week. This happened to me several times since I signed the contract. I have called many times to the support and the staff keep saying different reasons for the delay. Summary: If you don't want to be without phone/broadband for a couple of months with people constantly lying to you, don't go for PlusNet: Worst service ever.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Plusnet  
The People at Plusnet custermer service offered a very prompt and friendly service, when dealing with my complaint they looked into my problem in a very quick and friendly manner and they where really good at talking me through how to fix my problem, they also stayed with me on the phone and where very patient. Much appreciated⭐️⭐️⭐️⭐️⭐️! However, Sometimes your broadband speeds can be a bit slow sometimes. But, hey these guys things happen!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Cambridgeshire Plusnet  
These guys are absolutely the worst mobile company ever and that’s saying something. Signed up for a mobile deal which included cash back and guess what the cash back never happened. I then get told if I pull the contract there charge me £80.00 for not keeping my side of the contract. What about there side where they shafted me for £40.00 and think that’s ok. All they do is send me on wild goose chases trying to track down my money. Nice way to treat a customer who signed in good faith and expected plusnet to do the same. Sign with them at your own peril and hope nothing goes wrong or your find your on your own.
  • Satisfaction
    1 star
  • Customer Service
    1 star
East Sussex Plusnet  
really poor customer services, spend over 20 minutes on hold each time there are issues, my monthly rate goes up due to calls that i have not made, no means to complain to them, id say over all pretty useless
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
bucks Plusnet  
Their adverts say great customer service but it's far from it.

I've just had my 2nd bill with Plusnet Business. They have charged me twice as much. Logged into my account and contacted them via online chat, a lady told me she can not help me as she does not deal with businesses (why have the online chat option on a busness account them.)
Told to ring another number, took me 20 mins to get through to someone then was told that was residential only as well! Explained what happened, the lady on the phone said she will put me through to business and there is no waiting time... there was.. took me 15 mins to get through to them on top of the 20 minutes before.

When running a business the last thing I want to do it spending all this time fixing their error.

AVOID AVOID AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Wolverhampton Plusnet  
Quite possibly the worst company I have ever had the displeasure to use.
The service is terrible, the customer service is non existent, and I have wasted 19 months on a provider that quite simply doesn’t provide at any level.
Be warned.......
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derbyshire Plusnet  
It has been 15 days and Plusnet has failed to provide me a basic broadband service even though this was supposed to be an easy switch from an other supplier. Firs engineering visit was arranged one week after I informed that there is no service. And an other week passed with one missed engineering visit and assigning wrong type of engineer to the work. I had to wait at home for three slots (8 am to 1 pm) and now required to stay home again for a fourth time for another engineering visit. Nothing is so complicated than to start doing business with Plusnet. ı highly discourage anyone thinking to switch to them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
If I could give negative scores I would. Have been a customer for years and initially Plusnet were brilliant and I recommended them to many friends and family. Unfortunately I have had problems for over two years, still not resolved and now a worse situation because they “ceased” my line in error and now there is no space for me to get back the fibre broadband I did have, albeit intermittently. Their customer service do not listen properly, you cannot make a complaint properly and they do not respond to their “ticket” system. All in all a very bad experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Snettisham Plusnet  
What can I say apart from don't go with plusnet started off by taking 2 months before I got connected to Internet after signing up to them then when I complained about it they offered me 2 months free then it gets to last month bill and turns out they held on to two months of phone bills from November and December which they told me was free and tryed putting it on top off my bill for February very sly company and workers don't let you get a word in stupid company suggest going to sky or virgin only decent providers out there lat
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Newport Plusnet  
Avoid this company! Short contact terms are tempting but difficult to cancel. 3 months after cancellation they are still taking money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Hounslow Plusnet  
Moved home but somehow they managed to put me on a different package for a phoneline only! 10 days later and still have no internet. Some of the staff are helpful but sone come across as being upgrade crazy..which i think is what happened with me, someone tried to upgrade me and cocked it up. The internet speed has always been stable in the past so no problems here but this has really put me off. Looking for another provider.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Worthing Plusnet  
Broadband was ok when connected but we were killed caked out of the internet every time a phone or iPad went on to rest mode so if I was watching a film on the iPad like I often do every time I paused it I cad to the connect to the internet before I could play the movie again. Also there was zero internet service every nite approximately between the hours of 8 and 10 absolutely no good and when I eventually got on the live chat after months of trying plusnets answer was that they don’t guarantee WiFi absolutely bewildered what on earth was I paying for who uses a direct line any more? Anyway they refused to terminate my contract therefore I have been forced to cancel my direct debit with the bank. Waste of time trying to go about things the right way and waste of money on a useless service.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Glasgow Plusnet  
Terrible. I now find their advertising incredibly patronising considering how rubbish they are, "we'll do you proud". Nonsense.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bromsgrove Plusnet  
Very unhappy with Plusnet.

Had a fully working fibre to cabinet broadband service for many years that stopped working. After many calls and one week later it was revealed by Plusnet that their internal computer system had deleted our broadband. They could give no date for re-connection and we have now been without broadband for 3 weeks and have been told we will get an update in a further 2 weeks time, so 5 weeks in total. No offer of escalation, no offer of a 4G modem.

Staff are polite and helpful but clearly their internal systems and policies are not adequate.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Winchester Plusnet  
Really fed up,moved house 4 months ago,internet has never been right since. Don't want to call & go through the same routines each time, speed is nowhere near that promised. I stream a lot, like most people now but this internet is so unreliable. Can't even do there on line chat as they say they are always busy. Stay away from these.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
essex Plusnet  
I have to say that Plusnet are head and shoulders above talktalk who I was with for years. In particular the customer service is friendly and efficient. Cashback was also amazingly straightforward
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Brighton Plusnet  
Been with plusnet couple of months guarantee 24mbs getting between 10 and 18 cant contact them on their website, cheaper than BT but pretty rubbish
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SOUTHAMPTON Plusnet  
I have had the worst experience with Plusnet please stay away from them and whatever you do do not make the initial payment because if you change your mind within the 14 day cooling off period they give you inaccurate information as to when you will receive a refund. First it’s within 7 days then when you don’t receive it and contact them they say it’s 48 hours and then when that does not happen you contact them again and get told they are sending a cheque within 14 days. WTF ridiculous.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Canterbury Plusnet  
AVOID AVOID AVOID. The worst company we have ever had the misfortune of dealing with. Signed up to them to move our phone and fibre to new premises and 4 weeks later we are still without internet and phone lines. We must have called them 50+ times to try and resolve issues. Lied to about every single element of this process, dates etc and always met with rudeness. We have now moved and plus net have taken over our line - but the call divert they promised when we signed up to them, HAS NOT been set up, and they now say it will take 48 hours. So we have NO PHONE LINES to our business currently. The disruption, stress and now cost implications are staggering. DO NOT USE under any circumstances.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Marlow Plusnet  
Plusnet requested a termination fee due to me prematurely ending my service, which I had no problem and duly attempted to pay, however when I got through to their payments team they said they were unable to take payment due a fault with their system and assured they would contact me when they were able to take payment. They also assured me they would not refer the matter to a collections agency and they sent me this in writing by email. I did not contact plusnet again as I felt it was up to them to contact me to collect their money. I was horrified then that a few weeks later I received a letter from a collections agency demanding the fee plus extra costs. I contacted the agency to explain the situation. I then contacted plusnet who apologised to me and said they had instructed the collections agency that I only need to pay the termination fee and no extra costs. I then contacted the collections agency again who advised me that plusnet had not contacted them whatsoever. The matter is still ongoing and I have all the written evidence from plusnet to say that I only need pay the termination fee and no extra costs. Plusnet, this is truly appalling service and I hope the telecommunication ombudsman is reading this. It is extremely worrying that plusnet have behaved in this way and very serious.
Ramsgate Plusnet  
They have been sending me account warning messages for months, but they're all wrong. They tell me there's a well known problem with their accounting software and so I just have to live with the fact that they can't bill me correctly. Plusnet have never been in touch to tell me there's a known problem or when it'll get fixed. I'm shocked at the way they're handling this problem, and I'll never use them again.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Hertfordshire Plusnet  
Absolutely shocking, the past two months my mum has tried to pay Plusnet but everytime she goes too, theirs an error on their side. They said they would put a note on the system saying she had tried to pay them and not to cut her off. Well officially off today (4/03/19) we have no internet till Friday (8/03/19) because they decided to cut her off. Honestly don’t bother, just be wasting ur time otherwise!
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Halifax Plusnet  
Don't bother trying to contact these people as they won't bother to answer the phone. After 3 attempts all lasting over twenty minutes waiting for someone to answer the phone I gave up. I did try the online chat to cancel my contract and they said I had to call in to cancel it! I explained this was impossible and then told there was not waiting times at all and lots of availability to get the call answered and no waiting time. I rang again straight away to be told there is a 20 minute wait - what an absolute joke this company is and wouldn't know what customer service was if it hit them in the face.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Stoke-on-trent Plusnet  
Every time we need to pay our bill we have a problem getting onto the payment site this is not a good example for a site that supposed to give good service . Because of this I have now had to phone to pay our bill . I have been on the phone for 20 min and was then cut off . The most annoying thing of this is that if we are late paying the bill you add extra charges on top . This is such an annoying service we are looking to go else where as same things happen every month . We are not happy with your service .
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Gloucester Plusnet  
To be honest it really sucks, it’s the wrost broadband I ever had, always loading, speed is really poor and zero reliability.
Can’t wait to change the contract. Greatest regret of my life for having Plusnet in my house.
Reading Plusnet  
Shocking. Stay well away. Had the worse 15 months of any service. 3 story home that I only get internet connection in living room and the one bedroom above rooter. Three other bedrooms you got no chance. When you speak to customer service they keep saying your in a contract.. I'd really like to see this company fold or go into administration. It's got no care to customer's so trust me and stay well away!! I could go on and on
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South wales Plusnet  
To those looking for a new supplier. Plusnet does not perform well. My download speeds are not as promised. I logged a download speed of 0.83 last night. The range is very poor, I struggle to obtain a consistent, reliable service upstairs (average 3 bed home). Changing channels and router has not improved the situation. My advice is to pay a little more and choose an alternative supplier.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
WILTSHIRE Plusnet  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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